Hotel Rooms Controller, Caesars Tower (Caesars New Orleans)

Caesars Entertainment - New Orleans, LA

Full-time - Entry Level

New Orleans, LA

5,001-10,000 employees

Accommodation

About the position

JOIN A TEAM THAT GOES ALL-IN ON YOU! Caesars New Orleans Casino & Hotel is a destination property in the heart of the city, continually striving to attract the best talent to deliver extraordinary experiences for our guests. The Hotel Rooms Controller will oversee room blocking to align with guest requests and departmental requirements, handle opportunity guests, manage phone inquiries, assist with guest requests, and provide essential front desk support during peak business periods. This role is crucial in ensuring that all reservation status changes are managed effectively while working closely with related departments to ensure exceptional guest service. The Rooms Controller acts as a role model for all front office staff and will lead and guide Desk Agents, collaborating closely with Front Office Leadership to manage room bookings, maintain inventory, and ensure timely room allocations to meet both individual and guest needs. Responsibilities include assigning rooms according to guest requests and preferences, ensuring that guest and special requests are met within the standard response time, and invoking service recovery when appropriate. The role also involves maximizing the use of Family Style Service while meeting Caesars and Nobu experience standards, coordinating check-in/pre-registration procedures for arriving groups, confirming reservations and cancellations, and keeping the front office team informed on any oversells or challenges. Additionally, the Hotel Rooms Controller will be responsible for answering all calls directed to the Front Office promptly, executing follow-up calls with guests to check for satisfaction, attending Housekeeping pre-shift meetings to communicate information regarding groups and special requests, and checking the status of out-of-order rooms. The position requires completing all express checkouts and due outs, checking in all unassigned rooms, and reviewing sales group resumes to block rooms based on special requests. Other duties may be assigned as necessary to meet business needs.

Responsibilities

• Oversee room blocking to align with guest requests and departmental requirements.
• Handle opportunity guests and manage phone inquiries.
• Assist with guest requests and provide essential front desk support during peak business periods.
• Act as a role model for all front office staff and lead Desk Agents.
• Collaborate closely with Front Office Leadership to manage room bookings and maintain inventory.
• Assign rooms according to guest requests and preferences whenever possible.
• Ensure that guest and special requests are met within the standard response time.
• Invoke service recovery when appropriate.
• Maximize use of Family Style Service while meeting Caesars and Nobu experience standards.
• Coordinate check-in/pre-registration procedures for arriving groups.
• Confirm reservations and cancellations.
• Keep front office team informed on any oversells, challenges, etc.
• Answer all calls directed to the Front Office promptly and coordinate special requests to appropriate persons or departments.
• Execute follow-up calls with guests to check for satisfaction.
• Attend Housekeeping pre-shift to communicate information regarding groups, VIP guests, special requests, etc.
• Check numbers for the day and post for the staff and supervisors for pre-shift meetings.
• Check status of out-of-order rooms.
• Responsible for placing all guest requests to the housekeeping department, documenting the request and guest follow-up.
• Complete any back-to-back reservation extensions.
• Complete all express checkout and due out.
• Check in all unassigned rooms, making keys and giving key packets to Supervisor for customer pick-up.
• Review Sales group resumes and block rooms based on special requests.

Requirements

• Must be at least 21 years old to work at a casino hotel.
• Minimum one-year guest service experience with ability to provide courteous, friendly, and efficient service to all guests.
• Ability to read, write and understand English.
• Ability to coordinate multiple tasks simultaneously.
• Must perform duties with a sense of urgency.
• Excellent oral and written skills.
• High School graduate or equivalent is required.
• Must be able to type at least 25 wpm.
• Must be able to pass a simple mathematics test.
• Must be able to get along well with co-workers and work as a team.
• Must be able to work any day of the week and any shift.
• Must present a professional, clean and crisp appearance.

Nice-to-haves

• Experience in hotel management or operations.
• Familiarity with reservation systems and front office operations.

Benefits

• 401(k) matching
• Employee discount
• Free parking
• Discounted Monthly Bus Passes
• Free Team Member Assistance Program
• Team Member Discounted Hotel Room Rates
• Fun and Free Team Member Events
• Discount Program within Caesars Partner Network
• Tuition & Student Loan Debt Repayment Assistance
• First Time Homebuyer Program
• Child Care Assistance Program